POS Support & Operations at Calgary Stampede (2025-03 – Present)
- On-Site Operational Support: Provide immediate, face-to-face and systematic Tier 1 helpdesk support directly on busy, high-volume operational floors to keep workplace technology running seamlessly.
- Hardware & Network Diagnostics: Troubleshoot, maintain, and perform remedial/preventative maintenance on end-user workstations, local network drops, and enterprise office printing infrastructure.
- Technical Communication: Streamline incident resolution by communicating technical issues and fixes in plain language to non-technical operational staff, maintaining high user satisfaction.
Service Support at United West (2026-04 – Present)
- High-Volume Call Architecture: Managed dense volumes of incoming user requests in a fast-paced environment, leveraging active listening and a strong professional phone presence to deliver rapid technical resolutions.
- Multi-System Diagnostics: Navigated parallel enterprise support databases and tools in real time to research, isolate, and troubleshoot complex device and software configuration anomalies.
- Adaptive Troubleshooting: Tailored technical support delivery to users with varying technical capabilities, transforming complex hardware and application setups into logical, user-friendly workflows.
Software Support Engineer at Workspace Info Tech (WSIT) (2021-03 – 2022-03)
- Service Desk & SLA Management: Operated as the primary technical interface utilizing enterprise ticketing platforms to log, track, and successfully resolve hardware failures and software break/fix bugs within strict corporate SLAs.
- Systems & Asset Management: Integrated ticketing systems with asset management workflows to automate resource allocation, field device tracking, and local data backup/recovery protocols—boosting operational efficiency by 15%.
- Documentation & Escalation: Maintained rigorous knowledge base documentation and performance logs to streamline repetitive troubleshooting, efficiently cascading complex Tier 2/3 incidents to specialized global support teams.
